2624205 - Service Level is not Determined Correctly

SAP Knowledge Base Article - Public

2624205 - Service Level is not Determined Correctly

Symptom

Service Level is not determined correctly or not get determined in Service Request or Service Order even though you've maintained necessary configuration in Determine Service Levels page and all the respective fields in service documents have been fulfilled.

Environment

Business ByDesign

Reproducing the Issue

  1. Go to Service Entitlements workcent and navigate to Service Levels
  2. Select respective Service Level ABC (ABC represents the name of Service Level)
  3. In the You Can Also tab, Select Determine Service Level
  4. Open Incident Category Select Operator, choose filter option as BT - Between
  5. Fulfill Incident Category value in numeric range. (For example: From 1 to 10)
  6. You expect that in service documents which has any Incident Category number in between 1 and 10 will get determined as Service Level ABC.
  7. Go to Service Desk work center, click New Service Request.
  8. Maintain Incident Category as 2.
  9. The Service Level doesn't get determined.

Incident Category.jpg

 

Cause

Per system's design, Incident category is text field not a numeric field, which means even though you have maintained Incident Category in a numeric range(In this case, from 1 to 10) , since this is a text type field, hence only the two Incident Category you've input will be activated(In this case, 1 and 10).

Resolution

You need to maintain multiple steps with proper string comparisons accordingly.

Keywords

Service Level, Service Request , KBA , AP-SVO , Service Order Processing , How To

Product

SAP Business ByDesign all versions